Customer Service Manager

*** *** ****** *** ***

Windsor Locks, CT *****

Cell: 860-***-****

Email: ****************@*****.***

Suequanna Iddrisu

Objectives: To find a challenging position within a progressive and fast paced environment that will utilize my customer service background, organizational and time management skills.

Abilities:

Communication: The ability to communicate with clarity both orally and in writing

Learning Orientation: Accepts responsibility for personal and professional development

Change Mastery: Embraces change

Quality : Continuously makes an effort to exceed expectations of a company and customer

Innovation: The ability to see opportunities for change and implement them when appropriate for the benefit of the company

Education:

Johnson & Wales University Providence, RI

Associate of Science degree in Fashion Merchandising May 2005

Bachelors of Science degree in Entrepreneurship July 2007(approx 4 courses to complete)

Work Experience:

5/1/2017 – Present Unauthorized Absence Case Specialist, Metlife Bloomfield CT

Initiates unauthorized absence process for employees who remain out of work but not on an approved leave of absence

Communicates with claimants, doctors, nurses, employers, and attorneys to gather information relevant to assessing, analyzing and rendering decisions based on the provisions of the policy in order to cancel the unauthorized absence

Articulate and document my rational and refer back to the STD team for management

1/20/15 – 4/30/2017 Short-Term Disability (STD),MetLife Bloomfield, CT

Communicated in a timely and accurate manner with claimants, doctors, nurses, employers, and attorneys to gather information relevant to assessing, analyzing and rendering decisions based on the provisions of the policy on approximately 90 – 100 Short-Term Disability (STD) claims

Articulating and documenting my rationale for claim direction

Utilizing tools independently and accurately to identify work to be completed across entire claim block; prioritize what requires more immediate work

Developing an action plan and identifying the Likely Claim Progression including identifying the return to work potential.

Utilizing judgment and problem solving capability about what resources to involve on each claim (including clinical staff), gain resource perspectives based on resources’ area of expertise, and then render a decision as the sole owner of that claim.

07/2011 – 1/16/2015 FMLA Case Manager, MetLife Bloomfield, CT

Intake and provide service on new and existing FMLA standalone claims

Adhere to HIPPA, Federal, State, and Company policies and procedures

Determine eligibility for FMLA standalone and concurrent leave during intake calls

Promptly review new FMLA standalone leaves and send notices within timeline standards (customer inquiries, phone calls, emails, and letters)throughout the duration of a leave

Make leave decisions – approve or deny FMLA standalone leaves along with TAM leaves (Bereavement, Jury Duty, Military, Paid Parental Leave, and Personal Leave

Mentor to new hires

09/08 – 03/011 Project Assistant, State Education Resource Center Middletown, CT

(Layoff due to budget cut)

Answered, screened and transferred inbound calls

General clerical duties including photocopying, faxing, emailing, and mailing workshop flyers and distribution pamphlets

Planned location and times for team meetings

Prepared agendas for team meeting

Recorded, transcribed, and distributed minutes at team meetings

Coordinated and maintained schedules of 3 Projects Coordinators and 1 Team Coordinator

Maintained demographic records of incoming calls

Maintained office supply inventories

Opened incoming correspondence

Registered participants for workshops and conferences

Prepared handouts for workshops and conferences

References Available Upon Request

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